Senior Manager, eCommerce Operations

Job Overview

This role oversees the operational strategy and governance to ensure the eCommerce platform's reliability, scalability, and performance. It is responsible for managing the end-to-end operational framework, including incident management and process improvements, securing sustained platform stability. The position collaborates closely with executive leadership to align operational objectives with business goals, handling risk proactively to support long-term growth.

Key Duties and Responsibilities

• Develop leadership capabilities within the team, design scalable organizational structures, and establish succession plans for future needs.
• Hold ultimate responsibility for maintaining the operational health, resilience, and production stability of the eCommerce platform.
• Lead incident management strategy and act as the primary escalation point for severe business incidents.
• Collaborate with senior leaders to influence cross-functional roadmaps and ensure the platform is operationally ready for major initiatives.
• Manage the comprehensive operational governance framework, including SOPs, compliance measures, and audit protocols.
• Champion strategic continuous improvement efforts by analyzing performance trends to reduce systemic risks and enhance platform stability.

Qualifications and Experience

• Bachelor's degree in Business, Operations, Analytics, Technology, or related disciplines.
• Over 10 years' experience in eCommerce operations, technical support, or similar fields, demonstrating effective management of mission-critical systems.
• More than 5 years in progressive leadership roles, including managing leaders directly.
• Strong understanding of eCommerce platforms and order management systems.
• Process-driven mindset with proven problem-solving skills and experience acting as a technology liaison.

Work Environment and Commitment

• Generally based indoors in a comfortable setting, predominantly involving desk work with occasional physical movement and lifting of light items.
• Requires frequent sitting with chances to move around, and occasional overnight travel ranging from 5% to 20% of the time.

Additional Information

Decisions made in this role are guided by professional methods, business principles, and practical experience. The position may involve recommending or making decisions about new initiatives with significant business impacts, including managing a large team or multiple smaller teams through subordinate managers or supervisors.

Diversity and Inclusion

The employer is devoted to fostering a culture of equity, respect, and advocacy, embracing diversity among all team members. Equal employment opportunities are offered without discrimination based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, veteran status, or disability.